Wed.May 02, 2018

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Hey Contact Centers and BPOs, Innovation is Not an Option!

Outsource Consultants

The following blog post was written by Fred Stacey and is re-published with his permission: Hey Contact Centers and BPOs, Innovation is not an option! Most of my followers/readers know that I try to post my own images and tie them back to the article. Acropolis still stands today as a testament to innovative builders in Greece that created marvels such as this.

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Calculating Agent Attrition in the Contact Center

Taylor Reach Group

By: Peg Ayers & Turaj Seyrafiaan. Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100. Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for the month is 100 ((90+110)/2).

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We’re the Front Desk, Not the Shipping Department

ShepHyken

The short version of my story is this: At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pull-overs and more. This wonderful gift was a little large to fit in my suitcase, so I decided to box it up and mail it to my office. As I was heading to the FedEx office, one of my fellow speaker-buddies told me he took his to the front desk of the hotel where they conveniently accommodated his request to ship the gift to h

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"Follow the Leader", Featuring Neal Topf

Call Center Weekly

What factors should an organization take into consideration, when choosing a business partner? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider). Here are some of the top things to keep in mind when evaluating a potential new relationship: Experience: How much experience does the partner have in the specific task?

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The Number One Grammar Mistake In Email, Chat and Text Is….

Myra Golden Media

I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.

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Ask the Experts: Predictions for the Future of Customer Experience

HGS

Ask the Experts: Predictions for the Future of Customer Experience. . Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. At the current rate, digital is expected to overtake voice in 2018. On April 25, HGS hosted a webinar with HGS VP of Solutions and Capabilities Lauren Kindzierski with special guest John Gibney, Senior Manager of Consumer Service at Newell Brands.

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Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Contact Center Pipeline

Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences […].

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What Is Knowledge Engineering and Why Do I Need It for Chatbot Development?

Aspect

By now, most organizations are realizing that chatbots are something that will be used by customers and employees to interact with the enterprise – whether through voice interfaces including bots like Siri and Alexa or through chat mechanisms like Facebook messenger, slack or skype. But what powers these bots? Clearly their “intelligence” has to come from some source that contains information about products, services, or transactions but how do they learn and how are they developed to serve di

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How to Motivate Your Call Center Team to Optimize Customer Satisfaction

Fonolo

Motivation is the key to accelerating whatever it is you’re looking to improve or optimize. But, motivation doesn’t necessarily come naturally to most people. Whether it’s a personal or professional goal, like trying to lose weight, organize your garage, or exceed sales targets, motivation is a tough nut to crack. Luckily there are certain “hacks” that can not only help individuals get motivated, but entire teams; especially call center customer service teams since they’re pivotal in establishin

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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How Best Buy’s Bet on ‘Employee First’ Helped Engineer a Turnaround

Branch Mesenger

In the ever-changing world of American retail and big-box stores, few brands have bounced back better than Best Buy. And, they’ve been doing it with a significant investment in one of the most important assets: their employees. Investing In Your Greatest Asset. In many instances, you can’t talk about how a business succeeds without first laying the foundation for customer service practices designed around a measurement of employee satisfaction and engagement.

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Top Ten Customer Turnoffs: “Lack of Follow Up”

Olympia Consulting

If you are like me, the older I get, the more important it is to have a system to record when I have made a commitment to do something. I recommend entering your tasks or follow up items in a tool such as your Customer Relationship Management (CRM) system. Let the tool remind you when … The post Top Ten Customer Turnoffs: “Lack of Follow Up” appeared first on Olympia Consulting.

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SYKESHome Provides a Second Career with Purpose for Mike Ferguson

Sykes

After working for more than 30 years as an account executive and process consultant for Fortune 500 companies, Mike Ferguson was beginning to feel the burn out. “I looked at my wife and said, ‘You know what? I’m done. I’m ready to retire. I can’t do this anymore.’”. Mike had lost the drive to put in the long hours and frequent travel required for his job.

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Be a Winner With More Persuasive Presentations

Mindtouch

Who doesn’t like to win? Unfortunately, when it comes to more persuasive presentations, chances are you haven’t earned a spot in the winner’s circle. A survey shared at PulseLocal San Diego revealed that only 14% of presentations actually drive action. Yikes. No one wants to give (or attend) a presentation that inspires zero action. Thanks to Arthur Schwartz , we can do better!

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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5 Ways to Enhance the Customer Experience

Omnicus

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise.

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How Uberflip Gets New Customers To Complete 80% Of Their Onboarding Activities Via A Fun, Interactive Experience

Influitive

What’s the most effective way to ignite meaningful relationships with customers? “Content!” says Uberflip, creators of a cloud-based content experience platform that empowers B2B marketers to create personalized content experiences at scale. But content alone is not enough. For your content to improve the customer experience, it must be delivered in the right way, at.

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5 Ways to Enhance the Customer Experience

Omnicus

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise.

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Extra, Extra: Learn how ForeSee client Newsday is delivering a great customer experience

ForeSee

We’re excited to share the story of Newsday, a large suburban newspaper serving Long Island, New York on how they’re improving their reader experience with CX. In a piece posted. The post Extra, Extra: Learn how ForeSee client Newsday is delivering a great customer experience appeared first on ForeSee.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Data Protection and GDPR within Customer Experience

Eptica

Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Published on: May 02, 2018. Author: Pascal Gauvrit The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses. Consumers are now even more aware of their online data footprint and want to ensure that they understand what it is being used for.

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Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage

Aria Solutions

It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find. Contact centers continuously monitor metrics to: Analyze data that affects customer experience (CX). Ensure that performance goals are met. Catch issues.

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[Webinar] Industry Experts Speak on Improving Customer Experience with Omnichannel

Bright Pattern

Innovation has never been more important in the contact center space. With customers becoming more mobile and digital savvy, they expect companies to provide a seamless omnichannel experience.

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Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage

Aria Solutions

It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find. Contact centers continuously monitor metrics to: Analyze data that affects customer experience (CX) Ensure that performance goals are met Catch issues The tools they use often only show summarized data and don’t help much when the “devil is in the details”.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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CX Journey™ Musings: A Lesson in Living Your Core Values

CX Journey

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Within the last few weeks, Bezos released his 20th annual shareholder letter. Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. And I love how he always attaches his very first shareholder letter to each year's letter.

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Stop Poor CX! A New Way of Analyzing Operational Issues on PureEngage

Aria Solutions

It’s common for issues to pop up during day-to-day contact center operations and with a lot of customer interaction and agent activity within your PureEngage platform, many of those issues may be hard to find. Contact centers continuously monitor metrics to: Analyze data that affects customer experience (CX) Ensure that performance goals are met Catch issues The tools they use often only show summarized data and don’t help much when the “devil is in the details”.

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3 Essential Pre-onboarding Principles: Part 3 of 3 – Identify Key Individuals, Influencers, and Contacts

ClientSuccess

For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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Report: Fan Experience Benchmark: U.S. Professional Sports

Customer Experience Matters

We just published a Temkin Group report, Fan Experience Benchmark: U.S. Professional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA. For seven years in a row, Temkin Group has tracked U.S. consumers’ preferences for watching professional sports on TV. This year, we also examined their experience when attending a live sporting event.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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How to Make Live Chat Software Work for Your Small Business

Kayako

If you’re like a lot of customer support professionals, you know how beneficial live chat software can be. It’s popular with customers—we love getting instant help without having to pick up the phone. So much so that 41% of consumers ranked live chat as their preferred method of contact. When you’re working with a small team, adding live chat to your website can seem like asking to be flooded with way more inquiries than your team can handle.

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Drive Customer Experience and Outcomes with CX Data

Mindtouch

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals. It’s no wonder that this has become such a hot topic, especially when you consider that Forrester asserts a 10% improvement in a company’s customer experience score can translate into more than $1 billion in in